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GEN 5 Wifi Router Issues

leejredd
Freshman

Re: GEN 5 Wifi Router Issues


@Liz wrote:

Good morning leejredd,

 

I have a phone call scheduled for you, a corporate rep, and our engineer tomorrow, Apr 18 at 10 am CT, to address your concerns. If you need a reschedule, please let me know.

 


Thanks Liz!

Liz
Moderator
Moderator

Re: GEN 5 Wifi Router Issues

Good morning leejredd,

 

I ran some new diagnostics this morning and they are significantly different from when I first ran them after you first posted. I definitely want to dispatch a complimentary tech out there to repeak your dish. I've notified the engineers of this latest development and am waiting to hear back if they still want to gather data from you today or wait until after the dispatch. I will keep you posted.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

leejredd
Freshman

Re: GEN 5 Wifi Router Issues


@Liz wrote:

Good morning leejredd,

 

I ran some new diagnostics this morning and they are significantly different from when I first ran them after you first posted. I definitely want to dispatch a complimentary tech out there to repeak your dish. I've notified the engineers of this latest development and am waiting to hear back if they still want to gather data from you today or wait until after the dispatch. I will keep you posted.

 


Liz,

I've gotten off the phone with coporate and I let her know that someone will be out here this afternoon to realign the dish. Originally it was supposed to have been Saturday before anyone could come since the vendor was booked but the same guy who came to my home to do the upgrade 2 weeks ago called me yesterday and said that he could come out. 

 

I'll give you an update once he has completed the repair job. 

Liz
Moderator
Moderator

Re: GEN 5 Wifi Router Issues

Sounds good, Lee!

 

We look forward to hearing how this dispatch goes. If your website concerns persist after the dispatch, please let me know and we'll get our engineers on the phone with you. I'll shoot for this Thursday at 10 AM CT if we need to get on the phone and if that still works for you then.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

leejredd
Freshman

Re: GEN 5 Wifi Router Issues


@Liz wrote:

Sounds good, Lee!

 

We look forward to hearing how this dispatch goes. If your website concerns persist after the dispatch, please let me know and we'll get our engineers on the phone with you. I'll shoot for this Thursday at 10 AM CT if we need to get on the phone and if that still works for you then.

 


Liz,

 

The problem is still persisting even after the tech came yesterday and realigned the dish. I've tried rebooting from the system control center, resetting from the back of the router, and left the router unplugged over night and we're still having connection issues on our devices. 

 

It's the same websites but here some screenshots that I took this morning from both Google Chrome and Microsoft Edge

 

 capitalone.jpg

 

 

Chase.jpg

 

 

fecca.jpg

 

 

Hughesnet Community.jpg

 

 

Indeed.jpg

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Liz
Moderator
Moderator

Re: GEN 5 Wifi Router Issues

Good morning Lee,

 

Thank you for this update. I've informed the engineers that the re-alignment was done and you're still unable to access those banking sites. I've requested a conference call for you with our engineers tomorrow, Thursday at 10am CT. They have yet to confirm their attendance, so I will let you know once they've confirmed they can get on the call.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Liz
Moderator
Moderator

Re: GEN 5 Wifi Router Issues

Hi Lee,

 

I just spoke with one of the engineers and he's good to go for tomorrow morning's call. We'll reach out to you then. 

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

leejredd
Freshman

Re: GEN 5 Wifi Router Issues


@Liz wrote:

Hi Lee,

 

I just spoke with one of the engineers and he's good to go for tomorrow morning's call. We'll reach out to you then. 

 


Liz,

 

A level 4 tech called me last night and the websites we've had trouble with started working fine when we disabled the IVP6 in the system control panel but the downside of that is now our wi-fi connections are constantly dropping and I had to go back to system control to reenable the IVP6 to stablize the wi-fi. I know that I have a phone call with an engineer this morning but this something that you can probably let them know about ahead of time. 

 

Thank!!

Liz
Moderator
Moderator

Re: GEN 5 Wifi Router Issues

Good morning Lee, 

 

This is useful to know, thank you. I will let our engineers know of this development so they know before they get on the call with you this morning.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Liz
Moderator
Moderator

Re: GEN 5 Wifi Router Issues

Hi Lee,

 

I'm glad to hear that you had a productive phone call with our engineers! Thank you again for your time, the logs our engineers captured will help them in their investigation to your connectivity concerns. In the meantime, we've applied a credit to your account while we continue to work on this for you. I'll keep you posted on any updates as I get them. Feel free to post back if you run into any developments as well.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!